Service Desk Agent

Puebla, Mexico

The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.

General Accountabilities

  • Maintains daily communication with the team and hits productivity standards.

  • Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests.

  • Responds to High and Critical priority tickets/projects according to standard operating procedures.

  • Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.

  • Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

  • Monitor and troubleshoot all production networks, servers, applications and services. Evaluate and escalate issues as needed.

  • Provide remote technical support via a combination of telephone and remote support tools

  • Take deliveries from vendors, process and scan packing slips.

  • Communicate (both verbally and in writing) with customers in a formal and professional manner.

  • Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system.

  • Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues.

  • Ensure escalations are handled in a professional, consistent, and relentless manner.

  • Adhere to the CSC Ops Manual.

Job Qualifications


  • High school graduation, or its equivalent

  • ITSM certification preferred, ITSM foundation training required.


  • 1-2 years of Customer Service and/or Team Lead experience.


  • Excellent verbal and written communication.

  • Excellent meeting facilitation skills, including teleconference and web conference.

  • Excellent project management and time management skills.

  • Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals.

  • Ability to work creatively and analytically in a problem-solving environment.

  • Good performance management skills including feedback techniques.

  • Fluent English language skills required.





Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus


Vacation, Sick, Holiday, and paid leaves

Save on commute

Paid office parking

Discount Programs

Medical related discounts

Prime location

In the heart of Puebla, with views of Popocatepetl volcano, restaurants and amenities close by

Sponsored Events

Team social events, Holiday dinner

Sport Activity

Join your colleagues in various sport activities in the area

Eat & Drink

Enjoy a kitchen stocked with drinks, coffee, and snacks free of charge